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Simple success factors for governance by Hanne Gibsholm Maretti

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  • Patchwork of products and departments, differentcultures, histories, backgroundsMDT has a wide range of products,making it a rathercomplexorganization.The digital platforms seek to cover all business areas and all business needs, workingwithtargeted information – but thusalsorequiringlocalcommitment.
  • MDT has more than 100 service centers in more than 50 countries.Online Communications is based in Copenhagen withcolleagues in Augsburg and Oberhausen, Germany, and the departmentconsists of 4 FTE, 1 ½FTE and a student assistant – so, business involvement and commitment is necessary in order to obtain and maintainsuccessful digital platforms as valuable business tools.
  • -Online Communications has strategicownership of the online platforms globally-Departmentconsisting of 4,5 FTE need to delegate responsibility and workstrategically and high-level = governance, governance, governance!
  • Governance is really just anotherword for: Whodoeswhat, when and where?
  • We have learned from trial and errorVisible business valueand ROIareessential for…Stakeholdercommitment Management buy-inResourceallocationIf youcanensurethese, success is not far away.
  • Quantitativeexamples:UsersatisfactionsurveyAnnualreviewQuarterlynewslettersQualitativeexamples:Responses to the survey: % satisfactionwith support % satisfactionwithfollow-ups % satisfactionwith solutionsReview: % of deliveryonagreed action points- At the end of the year, strategicownershipleavesverylittleopportunity for measurement – especiallysinceinvisibility is the ultimategoal for a support functionStrategicownership and decentralizedgovernance – how do you set yourKPIs?Quantity is easy to measure, but saysnothingaboutqualityQuality is difficult to measure, but proves the value of the departmentThe best type of measurement is a combination of the extent and the value of the tasks and projectsperformed
  • Employeebenefits: Understand the ressource reduction and taskoptimazation, makingthose the reason for changingprocesses.
  • Clear structure and processesDefined roles & responsibilitiesAssigned roles to peopleAcceptance of rolesProper trainingDecentralized decision making – ”closer to the customer”Decisions taken by expert knowledgeTransparency – who does what, when and howIncreased dynamics, increased relevanceDispersed responsibility – no bottlenecks, less dependency
  • This is an example of the governance model for the MAN Diesel & Turbo extranet, Nexus.1: The threelevels of responsibility – strategic, tactical, operational2: The Nexus ownerdecides the strategy, supports users in how to follow the strategy, makes decisions onimprovements and changes, and supports users in making the most of the tool3: A review is held withregular intervals, supporting the Nexus owner in decision-making and providing input to need for improvements. The review team consists of stakeholders from the business, mainly from the tacticallevel4: Basedon input from the reviews and Nexus owner, IT supports the technicalimplementation of decisions and offers sparring whennecessary. (The IT supporter also supports userswithbasicissues)5: The setupon Nexus allows for twocontent types – profiles and applications. The profile and applicationownerrespectively have overall strategicresponsibility for theircontent.6: To assist in the hands-onwork, the profile and applicationowners have user administrators and contentprovidersthattakecare of all day to dayupdates and maintenance, following the strategylaid out by the owner.ONE PERSON CAN OWN ALL ROLES – NO REQUIREMENT FOR SEPARATE PEOPLE7: Strategicownershipremainswith Online Communications, and the business is involvedon an ongoing basis. The roleson the tactical and operationallevelsdifferslightlydependingon the platform and the exactresponsibilities – as such, theyarescalable (the scalabilitythusexist for the concept overall, but not for the individual platforms). However, the principlesbehindtheserolesremain the same for all online platforms.
  • Again, the same principlesapply for the internet governance. Roles and responsibilities have beenadapted to meet the needs of this platform.In the appendix, detailedresponsibilitydescriptionsareavailable for all roles – for all platforms
  • The samesetupapplies for the intranet. The onlychange is in the naming and responsibilities of the tactical and operationalroles.
  • The governance model on Atlas encompasses all the variousroles. Someareas have verystrictgovernance, whereaseveryoneareallowedcontributionrightsonotherares.The employee centre is an example of a well-managed, tightlygovernedarea.
  • This is an example of the governance model for the MAN Diesel & Turbo extranet, Nexus.1: The threelevels of responsibility – strategic, tactical, operational2: The Nexus ownerdecides the strategy, supports users in how to follow the strategy, makes decisions onimprovements and changes, and supports users in making the most of the tool3: A review is held withregular intervals, supporting the Nexus owner in decision-making and providing input to need for improvements. The review team consists of stakeholders from the business, mainly from the tacticallevel4: Basedon input from the reviews and Nexus owner, IT supports the technicalimplementation of decisions and offers sparring whennecessary. (The IT supporter also supports userswithbasicissues)5: The setupon Nexus allows for twocontent types – profiles and applications. The profile and applicationownerrespectively have overall strategicresponsibility for theircontent.6: To assist in the hands-onwork, the profile and applicationowners have user administrators and contentprovidersthattakecare of all day to dayupdates and maintenance, following the strategylaid out by the owner.7: Strategicownershipremainswith Online Communications, and the business is involvedon an ongoing basis. The roleson the tactical and operationallevelsdifferslightlydependingon the platform and the exactresponsibilities – as such, theyarescalable. However, the principlesbehindtheserolesremain the same for all online platforms.
  • The samesetupapplies for the intranet. The onlychange is in the naming and responsibilities of the tactical and operationalroles.
  • Again, the same principlesapply for the internet governance. Roles and responsibilities have beenadapted to meet the needs of this platform.
  • Transcript

    • 1. 1< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Successfully governing the Intranet - and other digital platforms Hanne Maretti, J. Boye Philadelphia 14 2014
    • 2. 2< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Agenda 1 About MAN Diesel & Turbo SE 2 Governance: Three key factors to success 3 The MAN Diesel & Turbo governance model 4 Case: Intranet, Employee Centre 5 Summary
    • 3. 3< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 50% of World Trade is powered by MAN Diesel Engines! MAN Diesel & Turbo in World Trade
    • 4. 4< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Organizational Structure MAN Diesel & Turbo Executive Board Group Functions SBU Marine Systems SBU Power Plants SBU Turbomachiney SBU Engines SBU After Sales Support Functions Support Functions Support Functions Support Functions Global Organization BU Power Plants (P) BU Low Speed (L) BU PrimeServ Turbo (S) BU PrimeServ Diesel (D) BU Production (W) BU Turbocharger (T) BU Oil & Gas (O) BU Process Industry (I) BU Medium Speed (M) 14,800employees
    • 5. 5< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Locations Service Center Hubs Online Communications: 4 FTE, 2 ½FTE
    • 6. 6< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Online Communications strategy Internet Provide an effective and efficient Online platform with tools to develop and maximise business value. Tell stories about our products, green technology and world class customer service in order to retain and attract customers and increase our social capital. This gives us a competitive advantage and can help make us number one in Power Engineering Intranet Extranet Mobile apps. Social media Monitoring, Governance, Surveillance Scalable governance model in place for all tools, ensuring clear defined roles & responsibilities, assigned and accepted by employees. One face to the customer One place for the employees One place for the customer Value-adding mobile apps Interactive online presence
    • 7. 7< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance Governance makes the digital world go round!
    • 8. 8< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 The importance of governance Governance Founding principle behind successful digital strategy • Transparency in roles and responsibilities • Clear structure and processes • Decentralization • Acknowledgement of ownership • Proper training of right people • Dispersed responsibility = increased flexibility Who does what, when and where?
    • 9. 9< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Three Key Factors to Success • Prove business value • Ensure commitment • Review and adjust
    • 10. 10< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Business value through KPIs Prove business value Good KPIs = business value = governance next year = continued business value! Quantitative Easy to measure, no quality information! Qualitative Difficult to measure, but demonstrate value! 0 10 20 30 40 50 60 70 1 2 3 4 5 6 0 10 20 30 40 50 60 70 1 2 3 4 5 6
    • 11. 11< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Commitment Ensure commitment Commitment is two-fold Management needs to understand business value – see the benefits of appointing the right responsible. Employees should be interested – employees who see the benefits and to whom the task is relevant should be appointed for the responsibility.
    • 12. 12< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 How to achieve commitment Ensure commitment Buy-in is decisive – get business on board • Nobody wants to give resources  Know adversary, customize approach  Mass communication is a no go  Define, explain roles – time, resource requirements • Personal presence  Face2face meetings with managers  Make contract – signed in blood Buy-in from key stakeholders not the end - governance is dynamic and has to be adjusted continuously
    • 13. 13< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Review and adjust Review and adjust The governance model is proving a success – now what? Dynamic governance • Keep up with technology and business processes Keep it relevant • Evaluation, reflection on business- and system changes, demands Maintain • Governance is ever-living, never static
    • 14. 14< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 The MAN Diesel & Turbo governance model Three engagement levels: Strategic, tactical, operational Scalable governance model • One model • All digital platforms • Same principles • Adjustments to each platform Recognizability • Management easier to convice (know one, know all) • Easier process overview for employees Decentralization Regardless of department size, the business will always be able to run the digital channels better
    • 15. 15< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance at a glance Extranet Tactical level Strategic level Operational level Yearly review Nexus owner Profile owner Application / Content owner Business User Administrator Application / Content provider Scalable governance model IT Supporter
    • 16. 16< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance at a glance Internet Tactical level Strategic level Operational level Internet owner Business Content Owner Web Strategist & Coordinator Business Content Editor Business Content Contributor Yearly review IT Supporter
    • 17. 17< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014Name/dept xxxxxxx.yyyy.mm.dd Tactical level Strategic level Operational level MAN Diesel & Turbo Social Media Owner Site Administrator Content Editor Surveillance Supplier Social Media Strategist & Coordinator Yearly Review Governance at a glance Social Media
    • 18. 18< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance at a glance Intranet Tactical level Strategic level Operational level Business Matter Experts Atlas owner Site owner Application / Process owner News PublisherSuper User Yearly review Content Editor IT Supporter
    • 19. 19< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance: Roles & Responsibilities
    • 20. 20< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Atlas: The Intranet
    • 21. 21< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Prove Business Value Business case, ROI • Self service, optimized data processes • Information availability (legal, CSR, benefits) • Process optimization: Quick group sharing, local is local • Time, cost reduction KPIs • Qualitative: Satisfaction rate, less requests via phone, email • Quantitative: Click rate, visits
    • 22. 22< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Ensure Commitment Get buy-in from managers • Face-to-face: Business value, governance model • Roles & responsibilities (prioritization, allocation) Identify right Process / Application owner • HR responsible • Strategic mindset Identify right superusers and contributors • Local HR responsibles • Online flair, interest • Challenge: Needed vs. existing competencies Committing to roles • Process optimization, task reduction • Better service level
    • 23. 23< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Review & Adjust Ongoing reviews • Who Superusers and content contributors locally Application/process owners and superusers globally • What Status, ROI, KPIs, level of success, ideas, new procedures, review of roles & responsibilities • How Half-day workshop, outside inspirational input • Why Pat on the back, inspiration and motivation, input for improvements Adjustments • Intranet launched in Feb 2011 – no adjustments made • Minor adjustments expected 2015/2016
    • 24. 24< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Help staying safe Policies • Policy for blogs • Policy for content auditing and review • Policy for content containing links • Policy for content editing • Policy for format, sizes and names • Policy for content posting cycle • Policy for content types, metadata and termstore • Policy for language use on Atlas • Policy for page layout and organization • Policy permission settings • Policy for posting content on the front page • Policy for posting content to My Site • Policy for posting content to sites and pages • Policy for publishing news • Policy for self service applications • Policy for social tags, comments and ratings • Policy for visual identity Guidelines • Guideline for content editing • Guideline for content types and metadata • Guideline for creating new sub sites • Guideline for page layout and organization • Guideline for permission settings • Guideline for posting content to My Site • Guideline for publishing stories to Billboard • Guideline for social tags, comments and ratings
    • 25. 25< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Summary • Prove business value • Ensure commitment • Review and adjust
    • 26. 26< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 All data provided in this document is non-binding. This data serves informational purposes only and is especially not guaranteed in any way. Depending on the subsequent specific individual projects, the relevant data may be subject to changes and will be assessed and determined individually for each project. This will depend on the particular characteristics of each individual project, especially specific site and operational conditions. Disclaimer
    • 27. 27< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Hanne Maretti Manager Online Communications Office: +45 33 85 12 23 Mobile: +45 30 66 30 54 Hanne.Maretti@man.eu LinkedIn: http://dk.linkedin.com/pub/hanne-gibsholm-maretti/8/330/404/ Do you have any more questions?
    • 28. 28< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Appendixes
    • 29. 29< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Extranet governance Tactical level Strategic level Operational level Yearly review Nexus owner Profile owner Application / Content owner Business User Administrator Application / Content provider Scalable governance model IT Supporter
    • 30. 30< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Group Communication/Extranet Owner As Nexus Owner you are the overall responsible for the extranet, having the overview and ensuring the optimal framework for business. This means: • You maintain the overall framework • You are responsible for communication with IT • You define SLA’s and make sure they are fulfilled • You make yearly reviews of profiles and statistics • You ensure the governance structure • You ensure the correct semantics and syntacs • You evaluate and make sure that design guidelines are followed • You are responsible for the menu structure Nexus Owner
    • 31. 31< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Profile Owner As Profile Owner you are responsible for ensuring that your particular profile has access to the right applications and/or content. This means: • You give overall directions regarding the front page of the profile • You define the profile and which applications/content the profile should have access to • You clarify the access with the application and content owners • You annually review the content of the profile and update it accordingly (use statistics, dialogue with extranet owner) • You respond to inquiries regarding the profile on the extranet • You appoint the Business User Administrator A Profile Owner can delegate his/her responsibilities to the Business User Administrator Profile Owner
    • 32. 32< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Application/Content Owner As Application/Content Owner you are responsible for ensuring that the particular applications and/or content are the latest version, have the correct data protection level and are displayed according to business and technical guidelines. This means: • You secure the correctness of the information and/or applications shown on the Extranet • You make sure the latest version is always on the Extranet • You ensure that the applications and/or content are connected to pre- approved profiles (preferably) • You decide which roles or individuals have access to what information and applications - negotiation takes place with the Profile owners • You give approved customers/suppliers/partners access to the applications and/or content or delegate to somebody else • You respond to inquiries regarding the content/application on the extranet • You decide what data protection level the particular application and/or content need to have An Application/Content Owner can delegate his/her responsibilities to the Application/Content Provider Application/Content Owner
    • 33. 33< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Application/Content Provider As Content Provider you are overall responsible for maintaining and providing applications and/or content on MAN Diesel’s Extranet, Nexus. This means: • You ensure the correctness of the content and/or applications shown on the Extranet • You make sure the latest version is on the Extranet • You provide input to Application/Content owner on which profiles should see what • You provide input to Application/Content owner on data protection level Application/Content Provider
    • 34. 34< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Business User Administrator As Business User Administrator you are responsible for the correct handling of users requesting access or additional access to the MAN Diesel Extranet, Nexus. This means: • You decide what is on the profile’s front page and update it according to business needs • You give approved customers/suppliers/partners access to the profile • Forgot my user ID: If a user can’t be retrieved automatically, the user might contact MD for help. In this case you investigate the reason and provide a solution. • Forgot my password: If a user can’t be retrieved automatically, the user might contact MD for help. In this case you investigate the reason and provide a solution. • Can’t log in: If a user attempts to log in and fails information is provided and so is the possibility to contact MD. In the last case you provide support. • User verification: When a user requests access you must validate the user, which means check that his e-mail is a company email address, verify the contact stated as contact in MD, and check if the user supplied additional comments that should be taken care of. On existing users you must check if new content/applications should be added. After this you start the workflow for approval/denial of user access. • I would like access to more info: You initiate the approval/denial workflow • Request to close down account: You approve the close down of account • Update of personal information: You approve/deny the requested changes • Compromised ID: You can register info and initiate close down (this can also be done by the user). You always have to approve/deny the close down/stand by of account • You appoint Business Supporter A Business User Administrator can delegate his/her responsibilities to the Business Supporter Business User Administrator
    • 35. 35< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 IT Supporter As IT Supporter you are responsible for providing sufficient and satisfying technical support on incidents raised. This means: • Monitor and track the MAN Diesel Extranet, network, platform and applications • Log the raised incidents • Provide ongoing feedback to requester of incident • Escalate incidents according to service level agreement • Ensure 2nd level application support • Ensure updated application knowledge and documentation • Close incidents when solved and resolution successfully communicated to requester IT Supporter
    • 36. 36< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Intranet governance Tactical level Strategic level Operational level Business Matter Experts Atlas owner Site owner Application / Process owner News Publisher Scalable governance model Super User Yearly review Content Editor IT Supporter
    • 37. 37< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 37 > Atlas Owner As Atlas Owner you are the overall responsible for the intranet, having the overview and ensuring the audience in MAN Diesel & Turbo experiences an intranet that supports their daily needs for service, information and news This means: • You are responsible for the information architecture (IA) and design (including templates) of Atlas and any changes and requests are to be approved by you • You know who the target audience(s) are and what they are interested in • You ensure that your resources monitor search and taxonomy and provides input to how it can be improved • You are responsible for communication with IT and the prioritisation of Atlas development • You liaise with Business Matter Experts about development of business areas like HR, IT on Atlas • You uphold the governance model • You facilitate yearly reviews with governance members about business needs (e.g. IA, design, content, search, taxonomy and applications, trends, best practice, and statistics) Atlas Owner
    • 38. 38< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 38 > Atlas Business Matter Expert As Atlas Business Matter Expert you support the Atlas Owner with information about how Atlas can best develop according to business needs. This means: • You can for instance represent a department and/or team or you are an expert/owner within a process • You believe that Atlas positively support your business area on a day-to-day basis • You have opinions on how Atlas can improve and develop according to business needs and requirements • You provide input on business needs and requirements to Atlas Owner • You help Atlas Owner prioritise the requirements for development • You provide input to the agenda and content for yearly review • If invited you participate in yearly reviews Atlas Business Matter Expert
    • 39. 39< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 39 > Atlas Site Owner As Site Owner you are overall responsible for a site collection and/or a specific Site and the content, application and processes displayed there This means: • You are responsible for the creation of sites and any necessary sub sites • You manage permissions within your site collection or site • You know who the target audience(s) are and what they are interested in • You actively seek to improve what is displayed on the sites (content, applications, processes) • You appoint the necessary Content Editors to ensure content is updated • You have ongoing cooperation with Content Editors about what to display on the sites • To optimise search function you ensure your content have related and updated key words, tagging, taxonomy and meta data • To optimise “View Content” function (on the front page) you add the relevant meta data related to the content • You support Atlas Owner in upholding the governance model and you participate in yearly reviews • You support the Atlas Owner in the continuous development of the intranet • You support the Atlas Owner in prioritising what to develop first • If necessary you appoint Super User to help you manage the site collection and/or site on a day to day basis • If necessary you help, support and train other Site Owners • If necessary you can delegate responsibilities to Super User Atlas Site Owner
    • 40. 40< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 40 > Atlas Application/Process Owner As Application/Process Owner you are responsible for ensuring that the particular applications and/or process are the latest and updated version This means: • You secure the correctness of the information that the application and/or process show on Atlas • To ensure optimal usability you agree with the Atlas Owner where the application and/or process are best placed in the information architecture • You know who the target audience(s) are and what they are interested in • To optimise search function you ensure your application and/or process have related and updated key words, tagging, taxonomy and meta data • To optimise “View Content” function (on the front page) you add the relevant meta data related to the application and/or process • You respond to inquiries regarding the application and/or process • You support the Atlas Owner in upholding the governance model and you participate in yearly reviews • In cases where a Site Owner is involved you support with knowledge about the necessary site permissions that may be related to the application and/or process • As owner you can delegate your responsibilities to a Super User or Content Editor Atlas Application/Process Owner
    • 41. 41< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 41 > Atlas Wiki Application/Process Owner As Wiki Owner you are overall responsible for that the Wiki application support the business needs for Wiki articles This means: • You are responsible for the Wiki application and the related processes necessary for producing Wiki articles • You are responsible for the content on own entry page to the Wiki application • You are responsible for the promotion of the Wiki application and the opportunity the organisation have for publishing articles • You are responsible for relevant Wiki categories and taxonomy • To optimise search you ensure that the right tagging, taxonomy, key notes and meta data are connected to the Wiki articles • To optimise “View Content” function (on the front page) you add the relevant meta data related to the Wiki application • You respond to inquiries regarding the Wiki application • You support the Atlas Owner in upholding the governance model and you participate in yearly reviews • If necessary you can appoint Super User and/or Content Editor to help you manage the Wiki application • If necessary you can delegate responsibilities to Super User or Content Editor Atlas Wiki Application/Process Owner
    • 42. 42< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 42 > Atlas News Application/Process Owner As News Application/Process Owner you are responsible for the application and processes. You monitor the published news to ensure a high quality standard This means: • You secure the published news have a high quality standard • Through the News community you support the development of Group and Local Publishers • To optimise search function you ensure your News application and processes have related and updated key words, tagging, taxonomy and meta data • To optimise “View Content” function (on the front page) you add the relevant meta data related to the application and/or process • You respond to inquiries regarding the News application and processes • You support the Atlas Owner in upholding the governance model and you participate in yearly reviews • You provide training to News Publisher both in the News application, the News feed, the guidelines and policies • You monitor the quality of the published news • You provide and remove permissions to News Publishers Atlas News Application/Process Owner
    • 43. 43< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 43 > Atlas Super User You support the Site Owner and/or Application/Process Owner in managing a particular site collection, site, application/process. Including training Site Owners, other Super users and Content Editors This means: • You have been appointed by the Site Owner and/or Application/Process Owner and help him/her managing a specific site collection, site, application/process • You support the Site Owner and/or Application/Process Owner on a day to day basis in terms of managing content, permission, processes and applications • You support the Site Owner on a day to day basis in terms of permissions • You help managing Content Editors • You know who the target audience(s) are and what they are interested in • You provide input to development opportunities/ideas on the intranet and you help prioritising what is most important • To optimise search you ensure that the related tagging, taxonomy, key notes and meta data are connected to the content and/or application/process • To optimise “View Content” function (on the front page) you add the relevant meta data related to the content and/or application/process • You help train Site Owners, other Super Users and Content Editors Atlas Super User
    • 44. 44< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 44 > Atlas Content Editor As Content Editor you are overall responsible for maintaining and providing content on Atlas This means: • You are nominated by the Site Owner and/or Application/Process Owner and you refer to her/him on matters regarding the intranet • You know who the target audience(s) are and what they are interested in • You ensure content is updated and always latest version • You provide input to your Site Owner and/or Application/Process Owner about what you think are development opportunities/ideas • You help Site Owner and/or Application/Process Owner to prioritise what to develop first • To optimise search you ensure that the related tagging, taxonomy, key notes and meta data are connected to the content • To optimise “View Content” function (on the front page) you add the relevant meta data related to the content, application/process • You participate in Atlas (SharePoint) training and if necessary you help train/support fellow Content Editors Atlas Content Editor
    • 45. 45< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 45 > Atlas News Publisher As News Publisher you support that relevant and only group wide news are published on Atlas This means: • You have participated in News Publishers Training • You know who your audience is • You identify relevant news and understand if it is group, country, location or department specific • You have read and understood the News policy and the Publishing manual • You understand the translation workflow • You participate in the News Community • You act as a news subject matter expert within your area • You understand the best practices for how to write to an intranet Atlas News Publisher
    • 46. 46< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 < 46 > Atlas IT Supporter As IT Supporter you are responsible for providing sufficient and satisfying technical support on tickets and BBI’s raised. This means: • Monitor and track the website, network, platform and applications • Solve raised tickets • Provide ongoing feedback to requester of incident • Escalate tickets according to service level agreement • Ensure 2nd level application support • Ensure updated application knowledge and documentation • Close tickets when solved and resolution successfully communicated to requester • Provide input to BBI’s in terms of general ideas, technical options and estimation Atlas IT Supporter
    • 47. 47< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Internet governance Tactical level Strategic level Operational level Internet owner Business Content Owner Web Strategist & Coordinator Business Content Editor Scalable governance model Business Content Contributor Yearly review IT Supporter
    • 48. 48< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Website Owner you are overall responsible for the website and ensure that the website develops according to trends, best practice and MAN Diesel & Turbo business strategy. This means: • You own the overall framework of the website • You are responsible for communication with IT and the prioritisation of application development • Together with IT you define Service Level Agreements with IT and make sure they are fulfilled • You facilitate half yearly reviews with governance members about current business strategy, trends, best practice, content, applications and statistics • You ensure the governance model uphold • You evaluate and make sure that design guidelines are followed • You are responsible for the menu structure • You support the Web Strategist & Coordinator work effort Website Owner
    • 49. 49< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Business Content Owner you are responsible for understanding who your audience(s) are what they are interested in and ensuring that the particular content, positions MAN Diesel & Turbo according to the current business strategy This means: • You make sure to understand who your audiences are and what they are interested in • You secure the correctness of the information and that it is the latest version that is always on the website. You are the final guardian for the publication (release) of content • You make sure you have an understanding of what website trends and best practice are and implement relevant content • You ensure that the MAN Diesel & Turbo current strategy is reflected in how the content is positioned • You ensure to have the necessary Content Editors and Content Contributors available • You support the Content Editors and Content Contributors work on content development • You ensure the content is according to “write to web” guidelines • You make BBI’s on application development and support Website Owner in prioritisation • You draw actively on input and support from Group Marketing and Group Communication • You participate in half yearly reviews with Website owner • You conduct regular meetings with Website Strategist & Coordinator about how to develop the website • You either publish (release) the accurate and latest content or you delegate it to Content Editor Business Content Owner
    • 50. 50< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Web Strategist & Coordinator you are responsible for investigating and document website trends and best practice. Furthermore responsible for extracting statistics and actively support the Content Owners in the development of the website in accordance to MAN Diesel & Turbo business strategy This means: • You understand how MAN Diesel & Turbo strategy can be applied in the development of the website • You investigate, document and present current website trends and best practice • You are responsible for extracting and analysing statistics and presenting it to relevant stakeholders • You conduct regular meetings with Content Owners about the development of the website and their content • You support the Website Owner in the execution of half yearly reviews • You know what campaigns and promotion Group Marketing and Group Communication are launching • You support the Website Owner in prioritisation of application development • You make sure the training material for CMS tool is updated and stored on the support site • You support the Content Owner in training Content Editors and Content Contributors • You continue to develop the “write to web” guidelines • You have a full and updated overview of governance members • You make regular and random check on content on website to ensure quality and relevance Web Strategist & Coordinator
    • 51. 51< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Content Editor you are overall responsible for maintaining and providing content on website This means: • You are nominated by the Content Owner and you refer to her/him on matters regarding the website • You know who the target audience(s) are and what they are interested in • You actively seek to be informed by your Content Owner about the business strategy and how it is related to current trends and best practices • You provide input to your Content Owner about website development opportunities/ideas and support the needed development prioritisation • You ensure content is updated and always latest version • You make sure the content are written according to ”write to web” guidelines • You participate in CMS training and you train/support fellow Content Editors • You receive content from Content Contributor to be incorporated in your content •If Content Owner has delegated publishing right you publish (release) new content Content Editor
    • 52. 52< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Content Contributor you are responsible for providing support and input regarding e.g. campaigns, promotions and technical papers to Content Owners and Content Editors. Also, besides acting as contributor you can act as editors and write content for Content Owners This means: • You know who are relevant Content Owners for your content e.g. campaigns • You may have been nominated by the Content Owner and you refer to her/him on matters regarding the website • You know who your target audience(s) are and what they are interested in • You inform Content Editor/Owner about upcoming MAN Diesel & Turbo initiatives that are relevant for the Website and particular audiences • You provide input to your Content Owner/Editor about website development opportunities/ideas and support the needed development prioritisation • You participate in the half yearly reviews • You make regular and random check on content on website to secure quality and relevance • You provide content to the Content Editor to incorporate and publish (Release) • You can in some cases act as Content Editor Content Contributor
    • 53. 53< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As IT Supporter you are responsible for providing sufficient and satisfying technical support on tickets and BBI’s raised. This means: • Monitor and track the website, network, platform and applications • Solve raised tickets • Provide ongoing feedback to requester of incident • Escalate tickets according to service level agreement • Ensure 2nd level application support • Ensure updated application knowledge and documentation • Close tickets when solved and resolution successfully communicated to requester • Provide input to BBI’s in terms of general ideas, technical options and estimation IT Supporter
    • 54. 54< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Governance Model: Social Media Name/dept xxxxxxx.yyyy.mm.dd Tactical level Strategic level Operational level MAN Diesel & Turbo Social Media Owner Site Administrator Content Editor Surveillance Supplier Social Media Strategist & Coordinator Yearly Review
    • 55. 55< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Social Media Owner you are overall responsible for the social media strategy and ensure that the social media develops according to trends, best practice and MAN Diesel & Turbo business strategy. This means:  You own the overall framework of the social media  You ensure the governance model uphold  You support the Social Media Strategist & Coordinator work effort Social Media Owner
    • 56. 56< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Social Media Strategist & Coordinator you are responsible for investigating and document social media trends and best practice. Furthermore responsible for extracting statistics and actively support the Site Administrators in the development of the social media in accordance to MAN Diesel & Turbo business strategy This means: You understand how MAN Diesel & Turbo strategy can be applied in the development of the social media sites You facilitate yearly reviews with governance members about current business strategy, trends, best practice, content, applications and statistics You investigate, document and present current social media trends and best practice You are responsible for extracting and analysing statistics and presenting it to relevant stakeholders You conduct regular meetings with Site Administrators about the development within social media and content You support the Social Media Owner in the execution of yearly reviews You know what campaigns and promotion Group Marketing, HR, BUs and Communication are launching You support the Social Media Owner in prioritisation of social media development You make sure the training material for social media is updated and stored on the support site You support the Site Administrator in training Content Editors  You continue to develop the social media guidelines and Communications Must Knows  You have a full and updated overview of governance members  You make regular and random check on content on social media channels to ensure quality and relevance Social Media Strategist & Coordinator
    • 57. 57< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Site Administrator you are responsible for understanding who your audience(s) are what they are interested in and ensuring that the particular content, positions MAN Diesel & Turbo according to the current business strategy This means: You make sure to understand who your audiences are and what they are interested in You secure the correctness of the information. You are the final guardian for the release of content You make sure you have an understanding of social media trends and best practice are communicate and share relevant content You ensure that the MAN Diesel & Turbo current strategy is reflected in how the content is positioned You ensure to have the necessary Content Editors available You support the Content Editors’ work on content development You ensure the content is according to the social media guidelines You draw actively on input and support from Group Marketing and Group Communication You participate in yearly reviews with Social Media Owner You conduct regular meetings with Social Media Strategist & Coordinator about how to develop the social media site(s) You either publish (release) the accurate and latest content or you delegate it to Content Editor Site Administrator
    • 58. 58< >MAN Diesel & Turbo Hanne Maretti Digital governance 05.2014 Roles & Responsibilities As Content Editor you are overall responsible for maintaining and providing content for the social media site as agreed with the Site Administrator This means:  You know who are relevant Site Administrators for your content e.g. news and campaigns  You may have been nominated by the Site Administrator and you refer to her/him on matters regarding the MDT social media site(s)  You know who your target audience(s) are and what they are interested in  You inform Site Administrator about upcoming MAN Diesel & Turbo initiatives that are relevant for the MDT social media site(s) and particular audiences  You make sure the content are written according to social media guidelines  You participate in social media training and you train/support fellow Content Editors  If Site Administrator has delegated publishing right you publish (release) new content Content Editor